Payroll & banking: Customer expectations and guidance

Our teams

Payroll team

Our payroll team ensures your employees are paid accurately and on time. We handle everything from calculating wages and deductions to providing clear, reliable payroll processing.

• Email: payroll@independentlives.org
• Phone: 01903 219482 (option 1)

Banking team

If you have a managed bank account, our banking team takes care of managing payments for staff salaries, HMRC obligations, and care-related invoices (where applicable). We ensure everything is handled efficiently and accurately, giving you peace of mind.

• Email: banking@independentlives.org
• Phone: 01903 219482 (option 5)

General service standards

• Processing times: We process payrolls within one to three working days. Our working days are Monday to Friday, 8am to 5pm, excluding bank holidays.
• Responding to queries: If you have a query, we aim to respond within one to two working days. However, some issues may take longer to resolve if further investigation is needed.
• Managing requests: All requests are handled in the order we receive them, starting with the oldest. Please keep in mind that sending multiple messages about the same issue won’t speed up the process and may increase the risk of errors or fines from HMRC.

Submitting payroll information

• Payroll schedule: Your payroll runs on a 4-weekly cycle. Each cycle begins on a Monday and ends on a Sunday. Hours should be submitted on the day after the pay period ends.
• Using the submission button: Use the ‘Submit payroll’ button to open our email template. This helps maintain consistency and reduces the risk of errors. You’ll find the link in our email signature and at the top of this page. Simply click the link, complete the template, and send it to us. If you have any difficulties, please call us or email us directly.
• Pay dates: The default pay date is the Friday following the period end date. This date will appear on the payslips. Payrolls are processed within one to three working days after hours are submitted, so you may receive payroll information before the actual pay date. If you make the payments yourself, please double-check all amounts and pay details against the information we provide to make sure everything is correct.

Each payroll period, we’ll send you two key documents:

• Employee payslips: showing the ‘Net pay’ figure that needs to be paid to employees.
• A P30 document (HMRC breakdown): detailing the total tax obligations to pay HMRC.

Once these documents are sent, we assume payments to staff and HMRC have been made unless we manage your bank account, in which case we’ll take care of processing the payments for you.

Pension administration

As your payroll agent, we will manage your employer pension duties on your behalf.

• Nest pensions: A Nest employer pension account has been set up on your behalf.
• The Pensions Regulator: You may receive letters from The Pensions Regulator, however these will be dealt with by us.
• Postponement letter: A postponement letter for your employee is attached to the introduction email we have sent. This explains what will happen next in terms of pension enrolment and the options available to them. This ensures compliance with auto enrolment legislation.

Changes to personal details

• Changes to any details: Let us know as soon as possible so we can keep our records accurate.

Payroll communication

• Authorised contacts: To protect your privacy and ensure we’re speaking to the right person, only the employer or an authorised contact can discuss payroll matters with our team.

HMRC

• Paying tax: Once we receive your employer PAYE registration details from HMRC, we will send you a P30 document. The P30 document includes how much to pay HMRC and the account details.